Upside vs. downside
9th November 2009
Seth Godin is always worth reading.
How much of time, staffing and money does your organization spend on creating incredible experiences (vs. avoiding bad outcomes)?
At the hospital, it’s probably 5% on the upside (the doctor who puts in the stitches, say) and 95% on the downside (all the avoidance of infection or lawsuits, records to keep, forms to sign). Most of the people you interact with in a hospital aren’t there to help you get what you came for (to get better) they’re there to help you avoid getting worse.